This report analyses the responses of 510 contact centre workers in Scotland and the hazards they face from exposure to SARS-CoV-2 and the disease Covid19. Extensive evidence of serious dangers, including no or inadequate social distancing, face-to-face contact, hotdesking, problems with HVAC (Heating Ventilation and Air Conditioning) systems. The report combines primary evidence with a critical review of including an extensive literature consisting of reports, academic articles, practitioner and government guidance. It concludes with an extended discussion section exploring the implications, Finally, a recommendations' chapter identifies important steps that should be taken to ensure contact workers' safety.


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Taylor, P. 2020, Covid-19: Contact/Call Centre Workers in Scotland, GIRUY Press. Available at: https://pureportal.strath.ac.uk/en/publications/covid-19-contactcall-centre-workers-in-scotland

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Last updated: 17 June 2022
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